Director, Direct Sales Operations
• Managed central services team covering creative design and web production, business systems, and reporting. Drove forecasting and planning for over $100M per year Palm Direct eCommerce and Retail businesses.• Managed WW Ops Business Systems group responsible for business process, decision support, systems and KPI/metrics development/reengineering for Global Manufacturing, Operations, Service & Repairs, Customer Relations, Sales/Channel Operations and Direct Sales/E-commerce. Provided global and cross-functional program management, organization planning, project scheduling and coordination support to Palm/Handspring Merger Integration Program Office.• Acted as internal “Business Management Consultant” and routinely performed needs analyses, requirements definition, ROI justifications, solution/vendor selections, program management, Executive level updates/presentations, and other critical business engineering.• Program managed deployment of global CRM system, wireless business infrastructure, global Oracle Order Management solution, and other core business processes and systems.• Co-architected wireless business infrastructure to enable direct sales of smartphones, including: gathering, processing and delivery/exchange of handset network locking, software/customization, activation and other data. Interfaced with key wireless partners such as Sprint, T-mobile, Cingular, ATT Wireless, and Rogers ATT.• Led design and deployment of global CRM system (PeopleSoft/Vantive) which helped reduce support costs over 25% through more effective and efficient customer/contact management, support call and email tracking, unified support knowledge base management and web self help.